Insurance Advisor Lead - Hybrid, Tech-Driven Service Leader

ERGO NEXT Insurance; City of Rochester (NY); Hybrid; USD 70,000 - 80,000; Full time

Job summary

ERGO NEXT Insurance in Rochester, NY (hybrid) is seeking an Insurance Advisor Lead to drive a high-performing service team across the policy lifecycle. You will empower Advisors, monitor queues, and partner with cross-functional teams to deliver exceptional customer experiences using technology and AI-driven tools.

You will shape process improvements, support daily operations, and foster a culture of accountability and teamwork. Prior insurance experience and an active P&C license are required.

Qualifications

• Demonstrate strong customer focus and service leadership skills.
• Communicate clearly and effectively, both verbally and in writing.
• Be results-driven with strong organizational and prioritization skills.
• Proactively identify problems and recommends process improvements.
• Think strategically about service impact across the policy lifecycle.
• Be comfortable leveraging technology, automation, and AI to enhance operations.
• Posses strong industry and product knowledge.
• Hold an active P&C license and relevant experience in insurance and customer service.

Responsibilities

• Report to and support the Service Department Manager in daily operations, contributing ideas for process improvements and technology enhancements.
• Directly manage an assigned team of Insurance Advisors and collaborate cross-functionally with other teams and leadership to improve service delivery across the policy lifecycle.
• Monitor phone, chat, Slack, and ticket queues in real-time, leveraging data and technology tools to make necessary adjustments to achieve daily goals.
• Conduct regular team meetings to communicate team goals, performance updates, upcoming events/training, product updates, process enhancements, and overall company direction.
• Provide quality customer service by interacting with customers, addressing inquiries, and effectively handling escalations, while capturing insights to inform cross-functional improvements.

Skills

Customer focus

Service leadership

Clear communication

Results oriented

Strategic thinking

Problem identification

Tech-savvy

Insurance knowledge

Tools

AI tools

Job description

ERGO NEXT Insurance in Rochester, NY (hybrid) is seeking an Insurance Advisor Lead to drive a high-performing service team across the policy lifecycle. You will empower Advisors, monitor queues, and partner with cross-functional teams to deliver exceptional customer experiences using technology and AI-driven tools.

You will shape process improvements, support daily operations, and foster a culture of accountability and teamwork. Prior insurance experience and an active P&C license are required.